Glossary

What is Customer Satisfaction Score (CSAT)?

A complete guide to understanding customer satisfaction score (csat) and why it matters for customer success teams.

Definition

“Customer Satisfaction Score (CSAT) measures how satisfied customers are with a specific interaction, feature, or overall experience. It is typically captured via a short survey asking customers to rate their satisfaction on a 1-5 scale, with results expressed as the percentage of satisfied responses (4 and 5).”
— AmplifyCS Glossary

Why It Matters

CSAT provides immediate, actionable feedback on specific touchpoints in the customer journey. Unlike NPS which measures overall loyalty, CSAT pinpoints satisfaction at granular moments — after a support ticket, onboarding session, or product update. This specificity makes it invaluable for continuous improvement and early warning detection.

How AmplifyCS Helps

AmplifyCS aggregates CSAT scores across every customer touchpoint and incorporates them into the 360-degree customer profile. Declining CSAT trends automatically adjust health scores and trigger proactive outreach playbooks before dissatisfaction escalates.

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Related Terms

Net Promoter Score (NPS)

Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend your product to others on a 0-10 scale. Respondents are classified as Promoters (9-10), Passives (7-8), or Detractors (0-6), and NPS is calculated as the percentage of Promoters minus the percentage of Detractors.

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Customer Effort Score (CES)

Customer Effort Score (CES) measures how easy or difficult it is for customers to accomplish a specific task, such as resolving a support issue, completing onboarding, or using a feature. CES is typically captured via a post-interaction survey on a 1-7 scale where lower scores indicate less effort.

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Customer Health Score

A customer health score is a composite metric that aggregates multiple signals — such as product usage, support ticket trends, NPS responses, engagement frequency, and contract status — into a single indicator of account health. Scores are typically displayed as a color or numeric scale.

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Voice of the Customer (VoC)

Voice of the Customer (VoC) is a systematic approach to capturing, analyzing, and acting on customer feedback from multiple channels — including surveys, support tickets, product reviews, social media, sales calls, and CSM interactions. VoC programs aggregate qualitative and quantitative signals to understand customer needs, expectations, and pain points.

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